Comdial Dxp Plus Instructions Manual

Operating the QuickQ System
Logging In and Out of QuickQ
The following Log-In and Log-Out procedures apply to both Agent and Supervisor. They differ in the
following areas:
·ID# and password are different,
·Agents can log into several groups at once,
·Supervisors can choose whether to receive calls or not.
Follow this procedure to log into the system.
1. Press theQuickQbutton on the telephone and the following screen will appear. This display
notifies you that you are about to log intoQuickQ.
2. Type...

For Supervisors:
The system presents supervisor with a screen that asks if they wish to accept calls or not. Respond by
pressing either the
YESorNOinteractive button.
5. The following screens indicates you are now ready to accept ACD calls:
For Agents:
For Supervisors:
6.For Agents logged into one group:
You can log out fromQuickQwhile in the Ready, Busy or Wrap-up modes. To do this, press the
LOG
interactive button. You are now in the Log Procedure, press theOUTinteractive button to log out.
For Agents...

Operating As An Agent
Answering Automatically
In the automatic answer mode, with a headset enabled, when a call arrives at your telephone, you receive
a warning tone and the system automatically connects the call. Speak into the mouth-piece of the headset.
The display shows the call sub-group and the length of time the caller waited to be connected.
Answering Manually
In the manual answer mode when a call arrives at your telephone, the telephone will ring.
·Lift the handset or press theSPEAKERbutton to...

Making Your Telephone Busy
You can arrange your telephone to be unavailable to answer calls (for such times as lunch and breaks).
·To make your telephone busy, press theBUSYinteractive button.
·To return to the ready mode, press theCANCELinteractive button.
Requesting Help
When necessary, you can use this procedure to request help from your Supervisor.
1. While engaged on a call, press the
HELPinteractive button. If the Supervisor is busy or unavailable
(after 5 seconds of prompting) your telephone...

Transferring Calls In or Out of QuickQ
Use this procedure to transfer calls.
1. While on a call, press the telephone’s
TRANSbutton.
2. Dial the intercom number of the station to receive the transfer. The system will transfer the call. After
the station receiving the transfer answers the call, the system will place your station in the wrap-up
mode.
Making an Outgoing Call
To make an outside call, press theLINE GROUPbutton to connect your telephone to an outgoing line,
and make your call in the normal way....

Operating As A Supervisor
As a Supervisor, you can log in at either theQuickQconsole or the DXP telephone.
Changing the Mode of Operation
There are three distinct answering modes—Day, Night and Special.
·Day Answering Mode—The system answers with the day message, places calls on hold and distributes
incoming calls to the next available Agent. The call distribution is based on the longest idle time, or
the priority of the Agent or incoming line.
·Night Answering Mode—The system answers with the night...

Recording And Playing Back The Announcement Message
You can use your telephone to review and change any announcement message. For messages that are to
be changed frequently, record your message with a buffer. For instance, record message #1 which takes
up 10 seconds, follow by 10 seconds of silence. Go ahead and record message #2. After finished
recording message #2, go back to record message #1 again. In this way, customers will only hear the
message, and not the blank silence following it. The blank...

6. To review the message, press thePLAYinteractive button.
7. The system plays the message through the handset.
7. Press
YESto accept the message orNOto re-record the message.
Monitoring The Agents
You can monitor an Agent’s activity status or telephone conversation. The activity status names the Agent
and details the following status items:
·engaged on an incoming call,
·engaged on an outgoing call,
·engaged in Make Busy Mode,
·idle
·ready to receive a call.
Use this procedure to monitor a particular...

4. Press theSELECTinteractive button to monitor the Agent’s call.
5. Press the
SCANinteractive button to monitor another system selected Agent or pressQUITto return
to step 3.
6. Press
QUITagain to return to the Supervisor’s menu.
Viewing The Current Call Statistics
QuickQcauses your LCD speakerphone to display the current number of answered and abandoned (lost)
calls within a group.
Use this procedure to view the call statistics.
1. Press theMENUinteractive button.
2. Press theREPORTinteractive button....

Management Information
The System Manager can obtain a detailed printout of the system configuration for the manager level, the
technician level, the supervisor level, or for each individual group.
When someone selects theManagement Info.menu bar option, the system presents a menu that has
several options. The menu offers the following options:
·Real Time-Setup(For Supervisor)
·Real Time
·Historical
·Current
·Configuration
Selecting The Real Time Report
Viewing The System Manager Real Time Report
The...